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Consumer Client Services Systems Access Manager

Bank of America Newark, NJ
  • Expired: August 20, 2019. Applications are no longer accepted.

Job Description:

Consumer Client Services manages the contact centers in the bank to service over 60 MM Consumer & Small Business clients. Within CCS a Command Center team is responsible for 24/7 controls, monitoring, and mitigation for any process or technology incidents in the contact centers.

The Systems Access Manager will own a critical process within CCS and lead a team of operations experts to support thousands of front line agents across a multitude of sites and schedules. This role ensures the accurate and timely processing of system access setup/access modifications/access restorals/password resets and manages issues that may impact contact center agents and leaders from being able to service clients/customers. In this position you will be required to become SPOC certified and will work as the liaison between the Line of Business (LOB) and partners from the GIS (Global Information Security) and Technology teams to ensure issues and access requests are quickly and accurately resolved.

Responsibilities include:

  • Be accountable for the integrity of the Access Management process, with ultimate accountability for thousands of associates timely and accurate system access in a critical 24/7 business
  • Monitor and analyze information about impacting issues or incidents to provide a clear picture of the issue to management
  • Lead a team of over 10+ professionals with regular coaching, development, staff meetings, and performance monitoring to deliver on business objectives
  • Represent and manage any projects that have impacts to contact center systems access
  • Identify, escalate, and remediate risk as it pertains to system access and avoid toxic combinations
  • Audit work processed and completed to ensure required metrics are met
  • Ensure that AR and AM SPOCs meet the minimum program requirements at all times
  • Provide monthly reporting of key metrics to monitor the process health and drive improvement activities
  • Attend, and track team attendance for, training/orientation sessions in regards to Access Management, etc.

Required skills:

  • 5+ years' SPOC System Access experience
  • 3+ years' experience in contact centers or large scale operations
  • 3+ years' management experience
  • ARM and ART System knowledge
  • Proven leadership ability and skills
  • Familiarity with the Bank's Information Security Policy & Standards
  • Demonstrated ability to take a problem and work to find a solution independently
  • Experience owning and managing a process; with proven process improvement results
  • Strong ability to interact, communicate, and influence vertically and laterally
  • Ability to craft a clear, coherent approach to guide effective program setup, execution, and control
  • Strong diagnostic and analytical abilities
  • An understanding of the impact of Segregation of Duties and Toxic Combinations
  • Ability to interact with all levels of management
  • Proficient with Microsoft Office tools (Outlook, Communicator, Excel, Powerpoint, Visio and One Note)
  • An understanding of all available tools and references needed to thoroughly complete all access requests
  • Contact center process system and operations knowledge
  • Strong time management skills
  • Strong attention to detail and organizational skills

Desired skills:

  • Owner of an access management process supporting large scale operations
  • Proficiency with Remedy, Microsoft Access, Sharepoint, databases and contact center applications
  • Ability to work night & weekend hours as required as a process owner of a critical function that supports a 24/7 business
  • Strategic thought leader with experience driving transformation
  • Financial services experience


1st shift (United States of America)

Hours Per Week: 


Bank of America


Newark, NJ